Unibet Casino IT - El jugador tiene problemas para completar la verificación de la cuenta.

the casino blatantly does not approve my documents required to withdraw

he constantly keeps asking me for proof of residence and then does not approve them without giving explanations and is clearly taking advantage of the situation to not pay me

I would like to make one last attempt with casino guru before proceeding with a complaint against these scoundrels

il casino non approva palesemente i miei documenti richiesti per prelevare

continua costantemente a chiedermi prove di residenza per poi non approvarle senza dare spiegazioni e si sta palesemente approfittando della situazione per non pagarmi

vorrei fare un ultimo tentativo con casino guru prima di procedere con denuncia verso questi farabutti

Dear andrea1rabbia,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious and licensed casinos takes KYC lightly and it might take a few working days to complete this thorough process.

Could you please advise which documents you have already provided and when exactly you sent the last one? Have you provided all the required documents as soon as possible and in the correct format?

I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Kristina

I sent proof of residence identity document selfie with document and proof of card

, ask the casino why they are not good ? they reply to me that they can't know, so I wonder how I can correct the errors in the documentation provided if they don't tell me what and why it's not good.......

ho inviato prova di residenza documento di identita selfie col documento e prova della carta

, chiedete al casino come mai non vanno bene ? a me rispondono che non lo possono sapere, io mi chiedo allora come io possa correggere gli errori della documentazione fornita se non mi dicono cosa e perche non va bene.......

Thank you very much for your reply, andrea1rabbia. Before we contact the casino, could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.

communications took place via live chat if you want I can go back and take screenshots of the chat making me say the same things as last time, but it would be a bit long

however the casino mainly doesn't answer only sometimes in chat they tell me that a document is not good but every time they tell me they bring up a different problem so you can see that they are making a fuss and looking for excuses not to pay me even after 8 months of suspension of the account

le comunicazioni si sono svolte tramite chat live se volete posso tornarci e fare gli screen della chat rifacendomi dire le stesse cose del altra volta, ma sarebbe un po lungo

comunque il casino principalmente non risponde soltanto qualche volta in chat mi dice che non va bene un documento ma ogni volta che me lo dicono tirano fuori un problema diverso quindi si vede che stanno facendo storie e cercando scuse per non pagarmi anche dopo 8 mesi di sospensione del conto

Thank you very much, andrea1rabbia, for your cooperation. I will now transfer your complaint to my colleague Pavel (pavel.k@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Hello, andrea1rabbia!

Thank you for your patience. Now I will be taking care of your complaint and I hope that together we will resolve the problem.

I would like to invite the casino to give them a chance to explain their side of the situation.

Thank you!

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

We would like to give a week more for the casino to reply, as it seems like we have established the contact.

Dear andrea1rabbia,

I have tried to contact the casino repeatedly but had no success. I’m afraid there is not much that can be achieved without cooperation from its side. I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email. In the meantime, I recommend you contact the Italian Gaming Authority (ADM) (Contacts - Agenzia delle dogane e dei Monopoli (adm.gov.it)) and submit a complaint to them. The Italian Gaming Authority has more options and tools to help players. Please let me know if you need help with submitting the complaint or how they responded if you can do it on your own (pavel.k@casino.guru).

I am sorry I could not be of more help on this occasion.

Best regards,

Pavel

The casino can reopen and solve this complaint anytime.

Hello, andrea1rabbia. We have reopened this complaint after we had received a response from the casino. Now I will invite them to thread so they can make a statement about the issue. Thank you!

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

free.....

vabbe.....

unibet hasn't responded for a month to a complaint you made to him for a sum of 14,000 euros but do you rate it with a high level of security? I go into reviews and it looks like a battlefield, I go into unresolved complaints and there are other people in my situation, I go to trust pilot and forget it

honestly it makes you think there's something going on...

I will certainly put a review on trust pilot at the end of this experience, or rather two...

unibet non risponde da un mese ad un reclamo che gli avete fatto per una cifra di ben 14.000 e passa euro ma voi lo valutate con livello di sicurezza alto? vado nelle recensioni e sembra un campo di battaglia, vado nei reclami non risolti e ce altra gente nella mia situazione, vado su trust pilot e lasciamo perdere

onestamente fa pensare che ci sia sotto qualcosa...

sicuramente mettero anche io una recensione su trust pilot alla fine di questa esperienza, anzi due...

andrea1rabbia, we have been having troubles with responses from Unibet casinos for some time now. There are a lot of things that make the safety index of casinos higher or lower, and not all of them depend on our personal view. There are a lot of complaints with an "unresolved" status, which are making the rating lower, but with the vast corporation as Unibet, this decrease can have smaller percentage in relation to the increase by other factors than in case with other casinos.

Currently, we are actively trying to resolve the complaint issue with the Unibet team. I hope that there is a positive result, but it does not depend on me. The one thing I can recommend you to do is to contact the Italian Gaming Authority (ADM) (Contacts - Agenzia delle dogane e dei Monopoli (adm.gov.it)) and submit a complaint to them. If we cannot help, the government regulator should have the power to help resolve your problem.

We are still in the process of establishing a way for the Unibet casino to participate into complaints, so I will leave the complaint open for another week.

Meanwhile, andrea1rabbia, is there any progress on your issue? Have you got any clear response from the casino on why had you documents been rejected?

no nothing they continue to show no signs of life, every time I go to chat especially when the operators are English I am given different information

no nulla continuano a non dare segni di vita, ogni volta che vado in chat soprattutto quando gli operatori sono inglesi mi vengono fornite informazioni diverse

All right, thank you! I am sorry that you have to go through this, I am trying to involve casino in the resolving the matter.

andrea1rabbia, I have sent you an e-mail regarding the verification process.

hi did they tell you that with that I will then be able to withdraw? I understood that all the other documents provided weren't good either

ciao vi hanno detto che con quello poi potrò prelevare? io avevo capito non andassero bene anche tutti gli altri documenti forniti

I have not communicated with the person that is directly responsible for verification, but I was told that you should have provided the "Certificato di residenza". Have you sent it and they have declined it? If yes, has there been any specific reason for the rejection?

Dear andrea1rabbia,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

sorry for the delay in responding, no it was rejected for the format if I remember correctly, but it was a screenshot I can try to resend it in paper version if needed, let me know

scusate per il ritardo nella risposta, no è stato rifiutato per il formato se non ricordo male, ma era uno screenshot posso provare a reinviarlo in versione cartacea se serve, fatemi sapere

andrea1rabbia, once more, I have not communicated with the person that is directly responsible for verification, so I cannot tell you if the paper version would be suitable. Please, communicate with the casino through contacts that you have and try to learn which format exactly they need to receive, send it and let me know when you will be done with it. Thank you!

okey I'll hear the mess and let you know

okey sentirò il casino e vi faro sapere

andrea1rabbia, has there been any news on your issue?

nothing they don't reply, I tried via chat they replied in English that I used the welcome bonus and that they therefore don't pay me and confiscate my winnings

nulla non rispondono, ho provato via chat mi hanno risposto in inglese che ho usato il bonus benvenuto e che non mi pagano quindi e mi confiscano le vincite

Could you, please, state the exact reason that they confiscated your winnings under?

I can't communicate with the casino, they don't provide clear explanations or specific requests

non riesco a comunicare con il casino non forniscono spiegazioni chiare ne richieste specifiche

andrea1rabbia, while this complaint has been opened, we have learnt that the entire group of Unibet Casinos has decided not to publicly address any of our open cases, and they recommend that all users directly contact their Help Center at https://unibet-en.helpsite.cloud/results?query=complaint. We acknowledge that this may not be an ideal situation, and we wish we could provide more assistance. However, we respect the Casino's decision to handle complaints internally rather than publicly, given the strict GDPR restrictions.

I recommend reaching out to the Help Center directly. If there are any further developments regarding your case in the future, please don't hesitate to contact me at pavel.k@casino.guru, and I will update this thread accordingly. Once again, I wish we could offer more assistance. For now, due to the casino's unresponsiveness, we will mark this complaint as unresolved in our system. Thank you for your understanding, and we wish you the best of luck.

I would also recommend you once more to open a complaint with a Italian Gaming Authority (ADM) (Contacts - Agenzia delle dogane e dei Monopoli (adm.gov.it)).